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Show Notes

/Show Notes

February 2018

307: It’s Not My Job, Adam

Something important needs to be done and employees say “It’s not my job!” This happens A LOT! In this episode, Jeannie and Adam explore why this happens and how to fix it. […]

306: Eric Porres, Personalized Video Experience

Adam and Jeannie interview SundaySky CMO Eric Porres to discuss the new age of personalized video and how personal data is rolled in to drive serious engagement. […]

January 2018

305: Supporting Your Team in the Retail Apocalypse

  Jeannie and Adam discuss ways to inform your team and keep them motivated through the retail apocalypse. […]

304: Arnie Malham, Innovating Culture

Adam and Jeannie interview Arnie Malham to uncover his secrets to innovating culture for a better overall customer experience. […]

303: How to Build Brand Trust in 2018

Jeannie shares expert tips for building brand trust through truly consistent customer experiences. […]

302: Tom Karinshak, Comcast Customer Service

Jeannie and Adam discuss the incredible transformation and enhancement of Comcast customer service with Tom Karinshak, Comcast’s Executive Vice President of Customer Service. […]

301: Will Experience Be Your Difference This Year?

Adam shares expert advice for making customer experience your competitive advantage in 2018. […]

December 2017

300: Celebrating 300 Episodes (with live guitar)

Jeannie and Adam celebrate 300 episodes by sharing outrageous predictions for the distant future of customer experience and customer service. […]

299: Operationalizing New Channels

Adam and Jeannie share tips for making new channels a seamless part of the overall customer experience from the inside out. […]

298: Michel Falcon, Incredible Experience Tips

Adam and Jeannie interview Michel Falcon to explore employee and customer engagement strategies that lead to amazing experiences that scale. […]

November 2017

297: How to Balance Promises with Performance

Adam and Jeannie discuss how to balance your performance and resources with the promises you make to customers. […]

296: Jeffrey Shaw, The Lingo of Customers

Adam and Jeannie discover how to attract your ideal customers with Jeffrey Shaw, author of LINGO: Discover Your Ideal Customer’s Secret Language. […]

295: A Leader’s Guide to the Holidays

In this mini leadership guide for the holidays, Jeannie and Adam share tips and ideas to make the holiday season more meaningful and less stressful for customers and employees alike. […]

294: Katy Lynch, The Codeverse Experience

Adam and Jeannie discuss an innovative approach to the education experience with Katy Lynch, Co-founder and CMO at Codeverse. […]

293: Are Millennials Killing Your Industry?

Adam and Jeannie discuss updated insights on millennial trends, including how and what they buy and what this could mean for your industry in the future. […]

292: Mark Podolsky, Happy Customers Guaranteed

Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income. […]

291: LinkedIn Learning for Customer-Focused Leaders

Jeannie and Adam discuss the content and creation process behind Jeannie’s new customer experience course on LinkedIn Learning. […]

290: Ian Golding, Operationalizing Customer Experience

Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience. […]

289: Transitions and Gaps in CX

Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. […]

October 2017

288: Amy Climer, Fostering Creativity

Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team. […]

287: The Multi-Device Customer Journey

Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing a truly omnichannel experience. […]

286: Anthony Iannarino, Commitments Are for Closers

Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. […]

285: When to Disclose Bad News to Customers?

Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers. […]

284: Nick Francis, HelpScout Customer Service

Jeannie and Adam smash the myths about customer support software and remote collaboration with HelpScout CEO and Co-founder Nick Francis. […]